Chief Patient Experience Officer

3 days ago


King of Prussia, Pennsylvania, United States CSL Behring Full time
Job Summary

Career Opportunity: Executive Director, Patient Experience and Operations

CSL Behring is a global leader in developing and delivering high-quality medicines that treat people with rare and serious diseases. We are seeking an experienced Executive Director, Patient Experience and Operations to lead our patient services and operations team.

Key Responsibilities
  • Develop and execute a comprehensive strategy across patient services, field reimbursement, patient engagement, forecasting, and learning and growth functions aligned with the company's overall objectives.
  • Drive initiatives to enhance patient access, adherence, and satisfaction.
  • Lead and inspire a high-performing multifunctional team and provide guidance, mentorship, and professional development opportunities to team members.
  • Oversee the Learning and Growth function to ensure collaboration across business partners to optimize and drive employee development.
  • Responsible for the Promotion Review Committee that produces high-quality promotional materials in a timely and compliant manner.
  • Lead and optimize the long-range forecasting and ensure the Forecasting & Performance Analytics team drives effective planning to achieve revenue in excess of $5B.
  • Collaborate closely with internal stakeholders, including Marketing, Sales, Medical Affairs, and Market Access, to ensure alignment and integration initiatives with broader commercial strategies.
  • Serve as a champion for patients, ensuring their needs and preferences are prioritized in program design and implementation.
  • Establish key performance indicators (KPIs) and metrics to assess the impact and effectiveness of patient services initiatives.
  • Monitor performance against targets and provide regular reports to senior management.
  • Build and maintain relationships with external partners, including patient advocacy organizations, specialty pharmacies, and healthcare providers, to support the delivery of comprehensive patient support services.
  • Develop and manage the budget for patient services programs, ensuring optimal resource allocation and cost-effectiveness.
Requirements
  • 15+ years' experience in US commercial pharmaceutical industry with multi-disciplinary commercial leadership roles.
  • Experience in leading design and execution of initiatives with cross-functional scope that impact the patient journey and experience required.
  • Experience in patient services & reimbursement strongly preferred.
  • Experience with pharmaceutical forecasting, commercial learning and growth, and other commercial functions (marketing, market access) desired.
  • Excellent communication and interpersonal skills, with the ability to influence and collaborate effectively across diverse stakeholders at all levels of the organization.
  • Proven leadership capabilities, including the ability to inspire and develop high-performing teams, drive organizational change, and navigate ambiguity in a dynamic business environment.
  • Strategic mindset, with the ability to think creatively, anticipate market trends, and develop innovative solutions to drive competitive advantage.
About CSL Behring

CSL Behring is a global leader in developing and delivering high-quality medicines that treat people with rare and serious diseases. Our treatments offer promise for people in more than 100 countries living with conditions in the immunology, hematology, cardiovascular and metabolic, respiratory, and transplant therapeutic areas.

We want CSL to reflect the world around us. As a global organization with employees in 35+ countries, CSL embraces diversity and inclusion.



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